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Rachel User

@racheluser21

Customer Success Manager at Harbor Compliance who converted 40% of at-risk clients to multi-year contracts and raised satisfaction 25%.

United States

Message

Customer Success leader with 8+ years managing enterprise and SMB portfolios up to $10M ARR across SaaS, eCommerce, and compliance tech. I keep accounts renewing and expanding by catching risk early, tying product usage to business outcomes, and giving clients a reason to stay besides inertia.

What that's looked like in practice: building renewal playbooks that turn usage data into expansion conversations instead of last-minute save calls, cleaning up workflows in ClickUp so CS teams stop losing time to process, and translating technical complexity into decisions executives can actually act on.

Right now, companies don't need someone who can just keep churn flat — they need CSMs who can do more with leaner teams, spot expansion revenue before it's obvious, and make the case for why a client should stay in a budget-scrutiny market. That's the work I do well.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Harbor Compliance

Jan 2025 - Present (1 year 9 months)

Converted 40% of at-risk clients to multi-year contracts and raised customer satisfaction 25% through a targeted renewal initiative. Built a HubSpot workflow for QBR prep and led executive QBRs tying platform usage to ROI.

HubSpot Metabase QBR Renewal Management Customer Success Executive Communication

Freelance Customer Success Consultant

Self-Employed

Oct 2023 - Jan 2025 (1 year 3 months)

Designed lifecycle playbooks, renewal workflows, and health scoring for SaaS startups. Built customer analytics dashboards and set up executive reporting cadences to support renewals and advocacy.

customer success strategy Playbooks Health Scores Analytics Reporting

Senior Customer Success Manager

Linnworks

Mar 2021 - Oct 2023 (2 years 7 months)

Lifted NPS from -20 to +40 and held 92% net retention on a $4-6M ARR book. Saved a high-risk implementation and built service packaging to grow accounts beyond initial licensing.

Gainsight Salesforce Customer Health Renewal Management EBR CRM Implementation

Customer Success Manager

Volusion

Mar 2020 - Mar 2021 (1 year)

Drove 45% revenue growth across a $10M SMB ecommerce SaaS portfolio through adoption, retention, and expansion plays. Built success plans tied to customer goals and guided analytics optimization.

Customer Success Adoption Retention Expansions Analytics

Key Account Manager

Personify

May 2016 - Mar 2020 (3 years 10 months)

Sustained a 92% renewal rate across a $10M ARR portfolio of nonprofit and public-sector organizations. Delivered ROI-focused executive business reviews and supported renewals through outcome-based storytelling.

Account Management Renewals Executive Business Review Strategic Planning

AI Model Training & Evaluation

Outlier.AI

Defined labeling criteria and kept training datasets consistent, feeding evaluation loops that improved model accuracy. Designed and evaluated prompts with engineering and QA teams.

AI Model Training Prompt Engineering Data Quality Evaluation

Education

Degrees, certifications, and relevant coursework

Microsoft

Microsoft Azure: AI Workloads & Business Use Cases, AI Workloads & Business Use Cases

Certification in AI Workloads & Business Use Cases from Microsoft.

University of Maryland, College Park

Bachelor of Science, Kinesiology

Bachelor of Science in Kinesiology from the University of Maryland, College Park.

University of Maryland Global Campus

Master of Management, Supply Chain & Logistics

Graduate training in strategic sourcing, contract negotiation, and integrative supply chain design, applied directly to resolving complex vendor and logistics challenges in enterprise SaaS accounts.